The real lesson here is that almost all modern SaaS applications have massively under invested in customer support in order to appear more profitable or sustainable than they really are. One of the major factors behind LLM development is trying to solve this problem before the house of cards falls down. Companies were enticed by the recurring revenue of SaaS, but don't want to pay for the level of support required when you are responsible for all your customers data as well as their access to the service.